Duration: 12+ Month W2 Contract
Schedule: Monday - Friday , 8:30am - 5pm
Location: Cary, NC
Role Overview:
As a Remote Support Engineer, you will provide technical support to our customers, troubleshoot diagnostic laboratory instruments, and ensure exceptional service delivery.
Key Responsibilities:
- Provide phone and email support for internal and external customers.
- Monitor and document customer interactions using our Customer Relations Software Tool.
- Demonstrate technical expertise in clinical laboratory practices, focusing on specific instrument systems.
- Resolve complex customer issues, ensuring high levels of satisfaction.
- Take ownership of open support tickets and escalate issues when necessary.
- Meet individual service level metrics to support customer needs.
- Comply with Siemens policies and procedures.
Qualifications:
- Associate degree with relevant experience or bachelor’s degree in a science-related or engineering field (preferred in Med-Tech or Biomedical Engineering).
- 3-7 years of comparable experience in healthcare or engineering.
- Strong phone and communication skills for effective customer interaction.
- Proficiency in Microsoft Office Suite (Outlook, Excel, Word).
- Positive attitude and teamwork spirit.
Additional Information:
- Willingness to travel up to 20%.
